Gallagher Call Center Quality Assurance Analyst - GSC in Las Vegas, Nevada
Arthur J. Gallagher & Co., one of the world's largest insurance brokerage and risk management services firms, provides a full range of retail and wholesale property/casualty (P/C) brokerage and alternative risk transfer services globally, as well as employee benefit brokerage, consulting and actuarial services.
Gallagher also offers claims and information management, risk control consulting and appraisal services to clients around the world. Are you looking for a professional career with an industry leader? Then you have come to the right place! Wherever your interests lie, we're sure you will agree on one thing: our continued prosperity hinges on our greatest resource --- our people.
The Quality Assurance (QA) Analyst will be responsible for implementing strategies that improve the quality of our excellent customer service. Perform quality reviews, monitor call statistics and identify skill development needs. May directly anticipate and provide solutions to more complex business, operations, and customer service problems. May lead, mentor and coach small team/group of customer service staff.
The Quality Assurance Analyst will be expected to:
Conduct call and e-mail monitors/reviews in order to document and score results
You will provide documented reviews to management, used in mentoring employees and identifying trends
You may attend and/or lead call, e-mail, and process calibration sessions
Make recommendations for process improvements
Ensure compliance with established internal Company policies and procedures
High school diploma.
3 years related experience required.
Strong knowledge of the insurance brokerage business.
U.S. Eligibility Requirements:
Interested candidates must submit an application and resume/CV online to be considered
Must be 18 years of age or older
Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement, which require, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure
Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.
Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, color, religion, sex, age, veteran status, disability, national origin, or any other legally protected status. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
Job: Client Service/Account Management
Organization: Corp - HO Managed Expenses
Title: Call Center Quality Assurance Analyst - GSC
Location: Nevada-Las Vegas
Requisition ID: 44337